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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
PEOPLE
What do Workers Really Want in a Benefit Package?
In many firms, employee benefit offerings vary little from year to year. The common mind-set is that what worked fine five or 10 years ago suits us well now too.
Tuesday, 22 August 2006
Keeping Employees Happy Reduces Turnover
The best way to keep your employees around isn't necessarily through fat bonuses or pay raises. They'd much rather get a little more inclusion and recognition.
Friday, 18 August 2006
Learn How to Bend with the Pressure
Resilience is a key concept for doing well on the job.
Friday, 11 August 2006
Who Outsources Incentive Programs?
A new survey comparing incentive programs run in-house with those outsourced to an incentive provider unearthed some surprising results.
Wednesday, 09 August 2006
Higher Stress Costing Job Satisfaction in U.S. Companies
The signs of a stressed workforce are showing in the U.S. Pressures at work are escalating, thereby decreasing employees' job satisfaction while increasing their expectations of employer leadership.
Monday, 07 August 2006
U.S. Worker Confidence Unaffected by Mideast Turmoil, Stock Performance, and Gas Prices
The Hudson Employment Index(SM) held steady at 101.9 in July, marking the third consecutive month that the measure of worker confidence has remained unchanged. The current reading is the lowest of 2006 and nearly two points lower than last July, when the Index stood at 103.7.
Friday, 04 August 2006
Eight Essential Writing Skills for Techies*
Technical people need adequate writing skills. Though we realize many techies despise writing—“I hated English; that’s why I became an engineer in the first place”—techies in today’s workplace need to be able to write.
Thursday, 03 August 2006
Employers Look Abroad for Workers' Surgeries
After going overseas to outsource everything from manufacturing to customer services, American businesses pressed by rising health-care costs are looking offshore for medical benefits as well.
Thursday, 03 August 2006
HR Role is Changing as More Tasks are Outsourced
Among the leading functions moving out of US companies, frequently to offshore locations, are employee information and support, toll-free call and e-mail response centers, employee transaction processing, document management and a range of processing and administrative tasks.
Thursday, 03 August 2006
Drive Customer Loyalty with Informed Agents
Today, industries such as banking are becoming commoditized. Customers have little brand loyalty and shop by price, typically on the web. But like me, customers are also searching for a good service experience and oftentimes will pay a premium to be assured of such service.
Tuesday, 01 August 2006


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